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Biba Cleaners

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Biba Cleaners Reviews (2)

Review: Biba cleaned two of my dress shirts which are now lost. I was initially told by an employee that my shirts were ready to be picked up. When I went to pick them up, I was told that the shirts were delivered. My apartment building maintains very detailed records of all deliveries and the cleaners did not deliver anything during the entire week the cleaners claim they delivered the shirts. Biba has told me they will follow up on this which they have not.Desired Settlement: I would like a refund for the two missing shirts (one is [redacted] - [redacted] store brand; the other [redacted]).

Review: Biba Cleaners washed 20 lbs of clothes for me. My sheets, pillow case, and towels came back STAINED with rust colored spots and yellow stains all over. One of my tops had a BLEACHED spot on it. When I brought the items back to be re-washed, I requested that someone follow up with me during the day to provide some resolution. Nobody followed up with me. I had to call them several times just to find out they re-washed the items and that none of the stains were removed. The next morning, I went into Biba to speak to Jae, the owner. He first told me that the stains were from body oil which becomes visible only after they have been washed and dried. I told him I have gotten the exact same items laundered by other cleaners many times and NEVER had any problems with them coming back stained. Jae then proceeded to tell me his business DOES NOT TAKE RESPONSIBILITY FOR ANY DAMAGED WASH & FOLD ITEMS because all they do is wash clothes. He further proceeded in the most accusatory manner that the stains could have well been there even before they got there. When I demanded a refund and reimbursement for the damaged items, he laughed and said "What makes you think I need to do that?"Finally, Jae said he would wash the items for the third time. When I asked him what method he would use to try to get the stains out (I expressed my concern about him simply pouring bleach all over the linen and towels), he responded "How I remove these stains is not your business. All I need to do is get them out." Biba advertises that they do ORGANIC CLEANING. I have concerns regarding the amount of chemical they may use to remove the stains. I have yet to return to Biba to resolve the issue. Their customer service is absolutely unacceptable. Not only did they ruin my clothing, bedding and towels, they failed to address the issue or even follow up upon their customer's complaint. Even worse, they are trying to avoid taking any responsibility by blaming their customer who gave them business in good faith.Desired Settlement: I would like a refund and reimbursement of the laundry service and the damaged items. There were a total of five towels, one top, one flat sheet and one pillow case which would reasonably cost about $200 to replace.

Business

Response:

Biba Cleaners provides two different types of services. First is Dry Cleaning and secondly is wash and fold. These two services is processed differently. [redacted] came to us with a large bag of laundry weighted 20lbs for Wash and Fold service. In wash and fold service, we do not inspect individual items for spots or stains, we only separate clothes by colors (light and dark). And than it is put into a washing machine using Tide laundry detergent, once washing is complete, we then put the washed clothes into a dryer and then we fold them. During this process we do not mix with other customers laundry. According to [redacted], her white sheets, white pillow case and white towels came back with (rusty/yellow) stains. Because she spoked and showed such unpleasant behavior to our manager, he just accepted the sheets, pillow case and towels and re-washed them for her in good faith without any disgreement. As for a follow up, the only way to follow up in this business is to show the items. We waited for her that day to come and to discussed the situation but she did not show. She came back the following day and inspected the items with our manager. During the inspection, our manager tried to explain to her about the staines, she refused to believe our manager's explanation and demanded to speak with the owner, during in which I (owner) over heard the commotion and proceeded to the front counter. I listened to [redacted]'s complaint and tried to explained to her about the stain on her white sheet, white pillow case and white towels was caused by her body oil. She said that she does not wear any body oil, she could not understand that I was referring to the natural oil that is released in our body. To explain in further details; the stain on the towel was located in the middle where you would normally use to wipe your face, hands and etc. Regarding to the pillow case; the stain was located in the middle where you would rest your head. As for the sheets; the stain was located in the common area where you would lay your body. Knowly staines like body oil is not removable in this situation because the oil has already set into the material, I offered again to re-wash and try again by using another method. She accused me that I will be using bleach and other chemicals to get the stain out. I assured her that we don't just use bleach and chemical the way she thinks. I personally worked on the items by soaking in oxy clean detergent for several hours. The result of the laundry was expected and it was not acceptable to [redacted]. On June [redacted], [redacted] came to the store and spoke with my manager again and this time she demanded a full refund and her laundry to be delivered and threatened that she will sue us (Biba). Because of her threat, not knowing what to do, I have decided to wait for the court date and physically show the items to the court. I am very confident that once the court sees the items, they will agree that the stain was not caused by us. I have been in this business for 30+ years and I have never ever been in this situation where my explaination and my expertise was not accepted by a customer. If it was our fault I have no problem doing what I have to do to rectify the situation. I take pride in my work and guarantee my work and always work towards satifying my customers. With that in mind, prior to her threats, I have purchased sheets and towel to give her. Now she is slandering Biba Cleaners by making false accusation; we do use ORGANIC CLEANING as advertised and we only use chemicals when it is necesssary. We tried to resolve this issue with [redacted] but unfortunatly she is not coopperating with us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:When I initially went into Biba Cleaners to bring back the items that were stained, there were absolutely no unpleasant exchange on either end because the person at the counter was polite and offered to wash the items for me again. Subsequently, the owner of the business started accusing me of sending them items already stained claiming it was “natural body oil” that discolors after washing. I have sent the same items to be laundered before and have NEVER had any of them returned with stains. His argument is simply to avoid taking any responsibility. Biba also claims that the stains are in the mid section of the sheets and towels. That is true but there are also stains along the edges and borders of the items. I have taken pictures to prove that. Furthermore, a relatively new colored top I had came back with a bleached spot which the owner simply refused to even address. He made an argument that I must have gotten bleach on the top at a restaurant. It has never been worn outside of my apartment. The owner also claims that he came to the front to speak with me because he overheard the exchange. That is NOT true. When I initially went in, the owner was not there and the manager could not even get the owner to return my call. I had to RETURN to the store the next morning to speak to the owner. None of the stains came out and I requested that the business either replace the items or partially compensate for the damaged items. $20 for the service they provided is not enough to compensate for all of the damages done. Everything that was stained would cost at least $300 to replace. If the business does not issue an apology and is not willing to work with me on any of these issues, small claims court may be the best way to address the issue. The owner NEVER offered to replace the items nor told me of his intent to do so. When I asked him to do so, he laughed at me and said “Whywould I do that?”I do not think he understands the definition of slander. When a business does not deliver on its service as expected, customers are free to share their negative experience with the public so that others are aware. I live in a building right next to Biba and would hate to have my neighbors go through anything similar. If Biba wants to resolve this issue, they should first issue an apology and replace the items with merchandise of similar quality or provide monetary damages.

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Description: CLEANERS

Address: 730 Columbus Avenue, New York, New York, United States, 10025

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